Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

ITIL (Information Technology Infrastructure Library) is a framework designed to standardize the selection, planning, delivery, maintenance and overall lifecycle of IT services within a business. The ...

IT service management (ITSM) is a set of policies, processes, and procedures to manage the implementation, improvement, and support of customer-oriented IT services. Unlike other IT management ...

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

The ITIL framework – the acronym being retained from its former description of Information Technology Infrastructure Library – is focused on aligning IT services with the needs of businesses, ...

Collectively, financial services generate more revenues per hour from their IT applications than from any other information intensive sector. When IT systems go down, the impact can have disastrous ...